Senior RMA Operations & Customer Experience Lead

Astreya China; Santa Clara (CA); On-site; USD 98,000 - 155,000; Full time

Benefits offered by this job

Medical through UHC

Dental through UHC

Vision through UHC

Flexible Spending Account for Health &

Dependent Care

Commuter Benefit

Continuing Education

Wellness Program

Employee Assistance Program

Paid Time Off

Paid Holidays

401k Plan

Job summary

Astreya is seeking a Senior RMA Customer Operations Manager to lead customer-facing RMA operations for strategic enterprise accounts. You will own fulfillment prioritization, escalations, and supply decisions to ensure SLA compliance and optimal outcomes.

You will partner with account teams, quality and manufacturing to drive timely resolutions, track metrics, and maintain buffer stock near customer sites to prevent shortages. Strong leadership and communication are essential.

Qualifications

• 8-10+ years of experience in RMA operations, customer operations, service delivery, supply chain, or logistics.
• Experience managing customer escalations and enterprise customer relationships.
• Strong knowledge of inventory management, fulfillment operations, and SLA-based environments.
• Excellent analytical, communication, and stakeholder management skills.
• Bachelor's degree or equivalent experience.

Responsibilities

• Lead RMA operations for strategic enterprise accounts.
• Prioritize backlog and coordinate renewal part fulfillment with accounts.
• Attend customer meetings and report case status and feedback.
• Generate case management metrics and identify process improvements.
• Communicate RMA updates across teams and manage information flow.
• Monitor uptime and buffer stock near customer sites.

Skills

RMA operations

Customer operations

Supply chain

SLA environments

Analytical skills

Stakeholder management

Case management

Inventory management

Enterprise relationships

Communication

Education

Bachelor's degree or equivalent

Job description

Astreya is seeking a Senior RMA Customer Operations Manager to lead customer-facing RMA operations for strategic enterprise accounts. You will own fulfillment prioritization, escalations, and supply decisions to ensure SLA compliance and optimal outcomes.

You will partner with account teams, quality and manufacturing to drive timely resolutions, track metrics, and maintain buffer stock near customer sites to prevent shortages. Strong leadership and communication are essential.